Dreadful customer service

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Spigthorpe's review of Thompson & Morgan www.thompson-morgan.com

“Dreadful customer service”

★☆☆☆☆

written by Spigthorpe on 23/05/2014

Ordered English bluebells as we do not want Spanish ones to populate the garden,
Bulbs arrived and were planted, now they are up surprise surprise They are Spanish.
e-maild the customer care team 8 weeks ago, far too busy to respond, not too busy to say they cannot
respond and include a sales offer!!
Sent again, said they would take two days to return. still waiting.
I have now refused to buy from them again, I was happy before and spent well with them, the customer care is non existant
Leave this company alone

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Thompsonmorgan's Response to Spigthorpe's Review

Written on: 26/05/2014

Hi

Thank you for your review.

I am sorry to learn of your disappointment with your recent T&M order.

We take great care when processing and packing orders to ensure such errors are kept to a minimum. Thankfully such problems are rare, but I appreciate when they happen the disappointment and inconvenience this causes.

If you would like to provide me with your order number, I will be happy to investigate this for you.

Kind regards, Natalie.

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Spigthorpe's reply to Thompsonmorgan's Comment

Written on: 27/05/2014

Good Morning

On 11/9/13 I ordered 30 English Bluebell bulbs from you ( order No W4642582) cost £9.99
plus postage as part of a larger order
These were planted on arrival.
The bluebells are now in flower and they are NOT the English variety. We are trying not to
cross pollinate the bluebells in our garden with the spanish variety but the bulbs you have supplied have made this now impossible
We are today having to dig them up
Please advise how this could have happened


Colin Higgins,

Group Managing Director
The CHA Group

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Spigthorpe's reply to Thompsonmorgan's Comment

Written on: 27/05/2014

( order No W4642582)

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Thompsonmorgan's reply to Spigthorpe's Comment

Written on: 28/05/2014

Hi,

Thank you for providing your order number.

I am sorry to learn that your order for the English Bluebells did not flower as expected.

I can confirm that I have arranged for a replacement order for the English Bluebells to be sent to you when stock next becomes available. This is currently scheduled to be dispatched during September.

I hope that this has resolved your query to your satisfaction and if I can be of any further assistance, please get in touch. I'll be happy to help.

Kind regards,

Sam

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